PharmaCann LLC
IT Help Desk Manager
PharmaCann, Inc. owns and operates best-in-class production facilities and retail dispensaries for cannabis-based products. We currently operate in the States of Illinois, New York, Massachusetts, Ohio, Pennsylvania, Maryland, Colorado and Michigan as a medical and/or adult use cannabis provider to patients and customers. We are looking for energetic, results-driven individuals to join our rapidly growing team and industry. Job Summary A Help Desk Manager oversees a team of technical support professionals, ensuring efficient and effective resolution of user issues while maintaining high customer satisfaction. They are responsible for managing daily operations, mentoring staff, tracking performance, and implementing improvements to the help desk's processes and procedures. Salary Range for this role is $95,000 to $115,000. Essential Functions/Responsibilities Managing the first point of contact for all support requests and call flow. Ensure that all Incidents are promptly and accurately documented so that up-to-date information is always available. Manage stock, distribution and procurement of IT equipment. Train new Service Desk analysts on current and new processes and technologies. Coordinate on-site repairs with the field service support managers. Manages a ticket queue to ensure issues are resolved in a timely fashion. Provide tier 2 assistance with computer hardware and software. Perform end-user orientation and training on IT supported applications, equipment, and policies for new and existing employees. Establish (or update existing ones) and maintain data in a knowledgebase document to capture best practices resolutions to facilitate quicker diagnosis and resolution for future similar incidents. Competencies and Qualifications Competencies Strong analytical skills that include working directly with all levels of staff to determine sound solutions for business requirements. Committed to training and staff development as part of organizational culture. Experience with support of network printers, scanners, copiers, and faxes. Experience with network administration in Current Microsoft environment. Strong customer service values. Qualifications Bachelor's Degree in Computer Science OR equivalent experience. 3-years desktop support experience in Microsoft environment (Office 365, Current Office Version, Current Operating Systems). Microsoft Certification preferred. Notice: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required and are not intended to be an exhaustive list of all duties, responsibilities or qualifications associated with this job. We are an Equal Employment Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veteran status or any other status protected by applicable law.
PharmaCann, Inc. owns and operates best-in-class production facilities and retail dispensaries for cannabis-based products. We currently operate in the States of Illinois, New York, Massachusetts, Ohio, Pennsylvania, Maryland, Colorado and Michigan as a medical and/or adult use cannabis provider to patients and customers. We are looking for energetic, results-driven individuals to join our rapidly growing team and industry. Job Summary A Help Desk Manager oversees a team of technical support professionals, ensuring efficient and effective resolution of user issues while maintaining high customer satisfaction. They are responsible for managing daily operations, mentoring staff, tracking performance, and implementing improvements to the help desk's processes and procedures. Salary Range for this role is $95,000 to $115,000. Essential Functions/Responsibilities Managing the first point of contact for all support requests and call flow. Ensure that all Incidents are promptly and accurately documented so that up-to-date information is always available. Manage stock, distribution and procurement of IT equipment. Train new Service Desk analysts on current and new processes and technologies. Coordinate on-site repairs with the field service support managers. Manages a ticket queue to ensure issues are resolved in a timely fashion. Provide tier 2 assistance with computer hardware and software. Perform end-user orientation and training on IT supported applications, equipment, and policies for new and existing employees. Establish (or update existing ones) and maintain data in a knowledgebase document to capture best practices resolutions to facilitate quicker diagnosis and resolution for future similar incidents. Competencies and Qualifications Competencies Strong analytical skills that include working directly with all levels of staff to determine sound solutions for business requirements. Committed to training and staff development as part of organizational culture. Experience with support of network printers, scanners, copiers, and faxes. Experience with network administration in Current Microsoft environment. Strong customer service values. Qualifications Bachelor's Degree in Computer Science OR equivalent experience. 3-years desktop support experience in Microsoft environment (Office 365, Current Office Version, Current Operating Systems). Microsoft Certification preferred. Notice: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required and are not intended to be an exhaustive list of all duties, responsibilities or qualifications associated with this job. We are an Equal Employment Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veteran status or any other status protected by applicable law.